Power Up Your People: Emerging Tech and the Frictionless Employee Experience (webinar slides)
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Transcript of Power Up Your People: Emerging Tech and the Frictionless Employee Experience (webinar slides)
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
Power Up Your People:How Mobile And Emerging Technologies Can Create A Frictionless Employee Experience
Prepared for Mission DataFebruary 22, 2017
J. P. GownderVice President and Principal Analyst@jgownder
8© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
› CX and EX are deeply interconnected› Employees benefit from frictionless systems› Power up your customers: Better CX helps EX› Power up your employees: Better EX helps CX› What It Means
9© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
› CX and EX are deeply interconnected› Employees benefit from frictionless systems› Power up your customers: Better CX helps EX› Power up your employees: Better EX helps CX› What It Means
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Employee Experience is the next frontier in Customer Experience
Deeply interconnected, these two metrics reinforce and drive one another.
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The value of customer experience (CX) is now clear
https://www.forrester.com/report/Drive+Revenue+With+Great+Customer+Experience+2017/-/E-RES125807
High CX creates customer relationships
Companies with higher CX have better financial performance
© 2017 Forrester Research, Inc. Reproduction Prohibited 12
But did you know that employee experience (EX) drives value for companies, too?
Companies with strong EX enjoy: › 81% Higher Customer
Satisfaction› 50% Lower Employee TurnoverEach standard deviation increase in turnover = 40% reduction in profit
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In fact, Richard Branson says Virgin prioritizes employees first
› “It should go without saying, if the person who works at your company is 100 percent proud of the brand and you give them the tools to do a good job and they are treated well, they're going to be happy. If the person who works at your company is not appreciated, they are not going to do things with a smile.”
› Virgin prioritizes employees first, customers second, and shareholders third. “Effectively, in the end shareholders do well, the customers do better.”
http://www.inc.com/oscar-raymundo/richard-branson-companies-should-put-employees-first.html
© 2017 Forrester Research, Inc. Reproduction Prohibited 14
Help employees feel a sense of purpose, autonomy, and mastery with their work
Autonomy: Have tools to independently deliver great CX
Mastery: Skills and knowledge to deliver great CX
Purpose: Understand their role in delivering great CX
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Elements of positive employee experience mirror elements of positive customer experience
https://www.forrester.com/report/Workforce+Enablement+Defined+Elevate+Productivity+And+Engagement/-/E-RES113826
© 2017 Forrester Research, Inc. Reproduction Prohibited 16
Technology plays a key role in both CX and EX
Interacting with customers using technologies that help solve their problems or help them solve their own
These technologies drive effectiveness, ease, and emotion
Giving employees the tools to achieve autonomy, mastery, and purpose in their work
17© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
› CX and EX are deeply interconnected› Employees benefit from frictionless systems› Power up your customers: Better CX helps EX› Power up your employees: Better EX helps CX› What It Means
© 2017 Forrester Research, Inc. Reproduction Prohibited 18
Successful companies equip employees with friction-reducing systems
Mobile (and other) technologies reduce friction, raise productivity, and promote good employee experiences.
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From the warehouse to retail and beyond, mobile devices + apps empower employees A mobile moment is a point in time and
space when someone pulls out a mobile device to get what they need in their immediate context.
If you serve the needs of a customer or an employee in that moment, you can win their business and their loyalty.
If you fail, a more adept company may step in and meet their need instead, disrupting your business in the process.
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-2 minutes-2 hoursCustomer visit
-Review serviceticket
-Align dish-Configure set-top box-Sell audio system-Record signature-Record sale
-Review appointments-Confirm next visit-Get directions
-Log service report-Confirm next visit
Who are we serving?Field technicianWhat is their context?Standing in front of the customerWhat is the motivation?To record proof of service
Who are we serving?Field technicianWhat is their context?Outside customer’s homeWhat is the motivation?To prep for service call
After
Employees leverage mobile moments to serve customers more effectively
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Workers don’t use PCs in many places
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But they find tablets almost as mobile as smartphones
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Mobile moment are pervasive at work… with the right applications and systems
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The mobile moment needs apps that are:
› Intuitive›Task-oriented›Contextual›Flex & scale
App-Enabled Employees
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App-enabled employees use six-to-10 company-specific applications and stand out from their peers
They’re more empowered and more productive
They make their customers happier
They feel better about their employer
https://www.forrester.com/report/The+Mobile+Appocalypse+Is+Coming+Are+You+Ready/-/E-RES119990
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Here’s the
proof:
https://www.forrester.com/report/The+Mobile+Appocalypse+Is+Coming+Are+You+Ready/-/E-RES119990
https://www.forrester.com/report/The+Mobile+Appocalypse+Is+Coming+Are+You+Ready/-/E-RES119990
27© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
› CX and EX are deeply interconnected› Employees benefit from frictionless systems› Power up your customers: Better CX helps EX› Power up your employees: Better EX helps CX› What It Means
© 2017 Forrester Research, Inc. Reproduction Prohibited 28
Intertwine customer service benefits with employee experience benefits
Creating this positive feedback loop helps both groups succeed – driving top-line revenue.
© 2017 Forrester Research, Inc. Reproduction Prohibited 29
Mitsubishi Heating and Cooling solved a customer problem AND an employee problem with an augmented reality sales appMitsubishi re-wrote the sales
script on split-duct systems
Rather than using their hands, salespeople take a photo in the prospect’s own home; using AR, they “show” the unit in context
Revenue: $30m+
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Rebecca Minkoff’s connected dressing room links customers and employees 30% of Rebecca Minkoff shoppers
request help of an associate via connected mirror
75% use “wear with it” for accessories
“Being half naked and having to hope that someone sees you when you pop your head out, that’s never been a fun experience” – Rebecca Minkoff on dressing rooms*
*Quote source: http://www.wsj.com/articles/designer-rebecca-minkoffs-new-stores-have-touch-screens-for-an-online-shopping-experience-1415748733
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Customers want to work with associates equipped with mobile devices in retail settings
Source: Forrester’s North American Consumer Technographics Retail Survey, 2015
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Smart shelving helps both customers and employees
Customers benefit from easier discovery, more information about products, and fewer out-of-stock items
Employees save time on repetitive, rote tasks (like changing prices), answering certain questions, and can respond to out-of-stock situations more quickly
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Kroger’s IoT temperature monitoring helps customers AND employees
Kroger’s grocery stores use IoT to improve food quality and lower rates of spoilage
A highly manual process (2 employee visits a day to check temperature) replaced by an automated one
https://www.forrester.com/report/How+To+Design+InternetOfThings+Engagements+In+Retail+Hospitality+And+Travel/-/E-RES135858
34© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
› CX and EX are deeply interconnected› Employees benefit from frictionless systems› Power up your customers: Better CX helps EX› Power up your employees: Better EX helps CX› What It Means
© 2017 Forrester Research, Inc. Reproduction Prohibited 35
Employee technology now resembles best-in-class consumer technology
Employees work best when equipped with devices and apps that work as well or better than their consumer tech.
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With this tablet app, salesperson goes into a store, takes photos, judges inventory, accuracy of displays, product count, etc.Location tagging is used by local
management to measure how many stores the salesperson visited, gain some intelligence on what is selling or not selling… thereby creating “big data” in the background
Logitech salespeople use a custom tablet app to visit retailers on site visits
https://www.forrester.com/report/Global+Tablet+Forecast+2015+To+2018+Despite+Market+Volatility+Tablets+Are+Big+In+Business/-/E-RES115396
© 2017 Forrester Research, Inc. Reproduction Prohibited 37
Medical devices companies often face a true “elevator pitch”: Their salespeople must engage busy physicians who are literally walking from one patient’s room to another’s!
One medical devices company equipped its salespeople with tablets for these 60-second sales pitches. With rich media, they can quickly show off their products and answer questions… all while walking down the hallway with the doctor.
One medical devices firm optimized its sales apps for the “physician elevator pitch”!
Medical Devices
Company
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Truck drivers needed to dial in to call centers, transcribe information from phone calls, and maintain paper records.Developed mobile app to give
drivers information about their loads, destinations, pickups, and drop-offs on their phones.
Mercer Transportation employs a mobile app to reshape the driver experience
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One telecom company devised an augmented reality app to help employees “dig safe”
Network planning engineers have always had trouble identifying where cables lay under city streets. (In historic London, fines are big)
Media company developed an AR app that shows where the cables are by superimposing them over the street. Combines location + augmented reality.
Telecom,UK
Similar app from a Canadian company
IMAGE: http://baummags.a.cdnify.io/files/slides/locale_image/medium/0068/16766_en_d53d7_2614_augivew-update-data-source.jpg
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Dish Network equipped field technicians to solve customer problems effectively and quicklyTablet computers help them
schedule and diagnose issues
Cloud service and connected systems give real-time updates
In-field collaboration apps help them get help
Huge uptick in customer experience index
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Patrón faced a serious question about its quality, and used virtual reality to solve itBecause of the explosive growth of the
company’s market presence, buyers started doubting the quality of the tequila
Channel buyers (distributors, liquor stores, bar owners) doubted that Patrónmaintained the same quality level from when it was niche and artisanal
Solution: VR experience to show, not tell!
Signature sales tool: there are now 150 VR kits at Patrón
42© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
› CX and EX are deeply interconnected› Employees benefit from frictionless systems› Power up your customers: Better CX helps EX› Power up your employees: Better EX helps CX› What It Means
© 2017 Forrester Research, Inc. Reproduction Prohibited 43
Power up your people by combining CX and EX
Co-designing with both factors in mind will yield the strongest business outcomes.
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Empower employees and lower frictions with consumer-grade technology choicesOffer them autonomy,
mastery, and purpose, then give them the tools to achieve each of these.
Investigate emerging technologies to solve sticky, previously-un-solve-able problems
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Design your customer experiences with a positive employee feedback loop in mind
Creating win-win experiences will benefit customers twice –once through the experience, the second time from motivated workers
Solving customer problems often also solves employee problems, freeing the latter to focus on up-skill tasks
Work with partners who have a viewpoint on the relationship between CX and EX in their design processes
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited
© 2017 Forrester Research, Inc. Reproduction Prohibited